How to Humanize Business From The Inside

How to Humanize Business From The Inside

What does it mean to humanize business?

How do you differentiate brands beyond price?

What are ways to ensure employee happiness so that they deliver customer excellence every day?

What does great leadership look like to build a customer-centric business culture?

I answer these questions and more on Engati’s podcast. Watch my video interview below.

I’m interested to know what you think and what resonates most.

Transcription shared from Engati’s Business Blog:

What role does the employee experience play in relation to fostering a great customer experience?

According to Stacy, it’s everything. Everything starts with the employees. Without motivated, engaged employees, there is no happy customer. At the end of the day, people buy from people, and people trust brands based on people.

She believes that we have to start from the inside. We have to provide our employees with the right training, the right coaching, and support. Only then will they service the customers and do the right thing.

What can a business do to make sure that their employees are more motivated and engaged?

There are a lot of different approaches so let’s start with the basics. As leaders, we have to take time and have a one-to-one with our employees. There shouldn’t ever be a reason why we can’t make time for our people. We really have to listen, empathize, and be there. We have to hear what they’re saying and what they’re not saying.

There’s no cookie cutter approach. We have to remember that celebrating successes is important. And it doesn’t have to be huge gigantic wins. These small acts add up. It’s important to recognize our employees and to say “thank you.”

It’s all about humanizing business, it really helps. Even though we have technology, we have to use it to enhance employee experience. After all, to deliver great customer experience, we can’t forget the human element of it all.

How crucial is it to build personas for the target audience? How can building personas lead to mass customization, increased sales, and better CX?

According to Stacy, it’s essential for customer experience, marketing, communications department, etc., Can’t create messages when we don’t know who we’re creating it for.

Persona development is the first step of the CX practice.

After that, we’re able to create journey maps of the ideal experience for specific segments. We can’t be everything for everyone so it’s crucial to identify personas.

We have to encourage our teams to learn how to do it. Developing personas helps in determining if a company’s profitable or not. It starts with going to the right people and understanding their needs.

And that’s the key.

We have to know who our audience is before we market and develop products. We have to know who they’re for, and what problems they face. Whether it’s selling, marketing, or communicating, we have to figure out the who, and that’s what humanizing business is really about. It’s about knowing people.

Creating WOW MOMENTS By Simply Being Human

Creating WOW MOMENTS By Simply Being Human

I had the honor of being on Amazing Business Radio hosted by Shep Hyken. He’s a well-known customer service expert, New York Times bestselling author, and award-winning keynote speaker. I’ve joined many shows and admit that this CX podcast episode is one of my favorites because of the topic: The power of Wow Moments, why, and how to create them.

Listen To Episode Now. Tell Us What You Think.

Stacy Sherman joins Shep Hyken on Amazing Business Radio

CX Podcast Key Takeaways:

  • It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.
  • Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning.
  • Poll the customers and personas to whom you’re marketing and find out their wants and needs. Create your product using that information.
  • Customer service is a key component of the customer experience. Ensure every employee understands their role within the larger customer experience, even if they never interact directly with the customer.
  • Celebrate your customers and the employees who create excellent experiences. Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort.
  • Positive change within customer experience and company culture must start from the top. Executives must be fully on board for it to become a part of the culture. They must be role models and champions of the CX initiative. 

Quotes:

  • “Infuse the customer voice within the development of new products. Make sure the customer is at the table right from the beginning.”
  • “Companies and leaders should think about what they can do to delight customers that has nothing to do with the price tag.”
  • “Business to business or business to consumer, at the end of the day, it’s human to human. People buy from people.”

P.s. Check out my other article “HOW TO CREATE WOW MOMENTS FOR CX SUCCESS. (TRY THIS EASY TECHNIQUE)” where Shep creates a WOW moment for me that you can do too. It’s brilliant.

Employee Satisfaction Starts With “Awake” Leaders

Employee Satisfaction Starts With “Awake” Leaders

I had the honor to join Cynthia James on her well-known inspiring show called, Women Awake. I admire Cynthia as a champion for change who awakens other leaders to express their full potential.

She’s spent over two decades in self-examination, higher education, and working with leaders around the world. She helps individuals searching for knowledge, wisdom, and techniques to bring their gifts to the world.

Her teaching and guidance correlate to my passions in creating better human experiences and workplace cultures where diversity of thought and inclusion are valued. I believe you’ll enjoy and learn from our conversations and gain useful tips to improve employee wellbeing and happiness, which in turn, impacts customer experiences. 

I’m interested to hear your thoughts about inclusion and diversity in the workplace. Which leaders stand out to you and why?

Read more about Diversity and Inclusion and ways to drive change here.

How To Be Customer-Centric & Not Just Say It

How To Be Customer-Centric & Not Just Say It

It’s easy to talk about creating a customer-centric culture; there’s no doubt about that. But how it is actually done and put into practice is a different story. It requires a lot of community building and employee engagement initiatives to succeed. This topic is the theme of Crack The Customer Code podcast. I had the honor to join Adam Toporek and Jeannie Walters to talk about our favorite topics.

 

In this Customer Experience episode, you’ll learn:

 

  • What Stacy does in CX and her main focus
  • How she uses a different angle to improve customer experience
  • How Stacy overcomes resistance and gets everyone on the same page to improve customer experiences
  • Ways to get everyone to understand the importance of CX metrics
  • How she took advantage of CX Day

Stacy’s Quote About Customer-Centric Cultures:

 

“It takes a whole village for CX to work! Once everyone is accountable for the same objectives, that’s when the game changes.”

Listen To Podcast Below. Tell Me What Resonates Most.